Item: Verint Workforce Management
Rating: 10
Author: Verified User

Overall Satisfaction with Verint Workforce Management

Use Cases and Deployment Scope

We use Verint Workforce Management to record call audio and screen capture, schedule and measure adherence and do quality assurance reviews of recorded calls

Pros and Cons

Pros

Call Recording is exceptional
Evaluations and Assessment form design and implementation
Integration with leading industry technology

Cons

User interface can be clunky and dense
Each tool requires intense training to fully leverage, high barrier to entry

Automation and Capacity

We have not implemented self-service shift swapping

Most Important Capability

Adherence tracking

Usability

It is very dense and the workspace is busy. The interface doesn't make a lot of sense without training

Alternatives Considered

Calabrio ONE

Verint Workforce Management has more capability and features than Calabrio

Key Insights

Do you think Verint Workforce Management delivers good value for the price?

Yes

Are you happy with Verint Workforce Management's feature set?

Yes

Did Verint Workforce Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

I wasn't involved with the implementation phase

Would you buy Verint Workforce Management again?

Yes

Likelihood to Recommend

It is the most capable tool in the industry

Verint Workforce Management Feature Ratings

Comments

Please log in to join the conversation

Adrienn Tordai
(Vendor Representative) commented a year ago
Hi there! Thank you so much for taking the time to review Verint WFM and for rating it 10/10! We were very happy to read that you found the solution the "most capable in the industry" and highlighted some of your favorite features, such as call recording, form designs, and more. Also, thank you for sharing your notes with us regarding areas needing improvements, such as the UI. We are continuously working on enhancing your experience and have noted your feedback. If you'd like to expand on your review in the future, feel free to return to TrustRadius and edit it any time. Have a great day! Cheers